Regulatory Information

Insurance

As required under the Solicitors Regulation Authority Indemnity Insurance Rules, Nellen has professional indemnity insurance. That insurance is with Travelers Insurance Company Limited of Exchequer Court, 33 St Mary Axe, London, EC3A 8AE, United Kingdom for the legal services we provide.

Complaints Procedure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

Please contact the principal, Gideon Nellen, to discuss your concerns giving him the relevant details of your concerns and he will do his best to resolve any issues.

Your complaint will be treated as a matter or priority.

We would expect that any issue should be capable of resolution fairly quickly, but if after four weeks from the date of your original complaint, you are not happy with any proposal to resolve the matter, your are entitled to make a formal complaint. If you do so and after eight weeks your formal complaint is not resolved to your satisfaction, you may raise the matter with the Legal Ombudsman. Making a complaint will not affect how we handle your case.

You may also refer any complaint which has not been settled four weeks after submission of your formal complaint to the Centre for Effective Dispute Resolution (cedr.com) which specialises in mediation and we would agree to use the mediation it proposes.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint
  • No more than six years from the date of the act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint

If you would like more information about the Legal Ombudsman, please contact them.

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

If your complaint is about your bill, you may also apply to the court for an assessment of the bill under Part lll of the Solicitors’ Act 1974. If you have already applied to the Court for assessment of your bill, please be aware that the Legal Ombudsman cannot then consider it.

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority

Solicitors Regulation Authority

Nellen is regulated and authorised by the Solicitors Regulation Authority (SRA) and governed by the SRA handbook.

The Law Society of england and Wales is the designated professional body for the purposes of the Financial Services and Market Act 2000 but responsibility for regulation and complaints handling has been separated from the Law Society's representative function. The SRA is the independent regulatory body and the Legal Ombudsman is the independent complaints handling body.

Terms of Engagement

The terms on which we supply our legal services to clients are set out in our standard terms and conditions of business which we ask our clients to sign. A copy of our standard terms and conditions is available on request.

Our terms and conditions include a limitation of our liability up to a maximum of £2 million for any claim or series of related claims.

 

180 Piccadilly, London W1J 9HF.
TEL +44 (0)20 7499 8122
NELLEN is authorised and regulated by the Solicitors Regulation Authority SRA No: 72911.